[Remote] MPS Program Manager

Note: The job is a remote job and is open to candidates in USA. Marco Technologies is seeking a Program Manager to own the end-to-end customer experience for major account customers. The role governs SLA performance, coordinates cross-functional teams across installation, training, service, sales, billing, and account management, and drives customer governance, escalation resolution, reporting, and continuous improvement.

Responsibilities

• Serve as the executive-level program owner and single point of accountability for the assigned major account customer
• Govern all Service Level Agreements (SLAs) across installation, delivery, training, walk-throughs, response time, uptime, and ongoing service — actively monitoring, reporting on, and intervening before commitments are at risk
• Lead a recurring customer governance cadence including weekly operational stand-ups, monthly service reviews, and Quarterly Business Reviews (QBRs) with client leadership
• Produce executive-ready program reporting: SLA scorecards, fleet performance, ticket trends, project status, financial summary, and strategic roadmap
• Serve as the single escalation point for the customer — triage issues, mobilize the appropriate Marco team, drive resolution, and close the loop with documented root cause and corrective action
• Identify continuous improvement and account growth opportunities; partner with Sales and Account Management to expand Marco's footprint where it serves the client
• Partner with the Project Management Office (PMO) to ensure all installations and deployments are on-time, on-budget, and aligned with client expectations and business workflow
• Coordinate with Service Operations to align SLA performance, dispatch priority, on-site response, and field technician scheduling for the account
• Collaborate with Sales and Account Management on contract renewals, expansion opportunities, pricing conversations, and commercial strategy within the account
• Work directly with the Billing and Finance teams to validate invoice accuracy, expedite dispute resolution, and protect the customer experience around billing and contracts
• Engage Solution Engineering, OEM partners, and vendors to coordinate technical design changes and external escalations as required
• Maintain a documented stakeholder map, escalation matrix, and RACI for the account so that the program is never a single-person dependency
• Coordinate installation, delivery, and walk-through activities across customer locations, sites, and departments — protecting business workflow and minimizing disruption to customer operations
• Orchestrate end-user training and on-site walk-throughs in partnership with the client's business, IT, and operations leaders to drive adoption and proficiency
• Maintain awareness of customer-specific requirements including data privacy obligations, IT change control, contractual terms, and the operational rhythm of the customer's business
• Support contract setup, renewals, and amendments for the account, ensuring accurate processing in partnership with Billing, Legal, and Sales Operations
• Maintain accurate, timely documentation of program artifacts in Marco systems (playbooks, runbooks, contact matrices, meeting minutes, action logs)

Skills

• • Bachelor's degree and five or more years of relevant experience in program management, service delivery, customer success, or account operations; or equivalent combination of education and experience
• • Demonstrated ownership of large, multi-site B2B customer accounts with formal SLAs and executive-level governance
• • Working knowledge of large-customer business operations — workflow awareness, IT change control, data privacy considerations, and the rhythm of a complex, multi-site customer environment
• • Experience operating in a matrixed services environment, coordinating across Project Management, Service, Sales, and Finance functions
• • Experience with ticketing, ERP, and reporting tools (e.g., ServiceNow, Salesforce, Power BI, ConnectWise, or similar)
• • Valid Driver's License, proof of personal insurance, and an acceptable driving record
• • Strategic thinking: ability to evaluate risk, connect big picture and details, and make appropriate tradeoffs across competing customer and internal priorities
• • Executive presence and clear written communication; able to brief a client CIO or CFO and run an internal stand-up service with equal effectiveness
• • Deep understanding of SLA-driven service delivery, including how to define, measure, report, and recover SLAs in a managed services context
• • Proficiency with business collaboration tools including MS Office, project management platforms, CRM systems, service management solutions, and performance reporting tools
• • Demonstrated ability to build strong working relationships within a team and across key stakeholders, including matrixed and cross-functional environments
• • Excellent customer service skills, including the ability to de-escalate, soothe, and deliver the most efficient solution under pressure
• • Strong analytical and organizational skills; proven ability to manage multiple competing workstreams in a dynamic environment
• • Capacity to adapt to frequent changes, delays, or unforeseen circumstances while keeping the customer experience steady
• • Natural curiosity and a learning orientation; actively seeks to deepen knowledge of the client's business and Marco's solution stack
• • Self-starter with the ability to perform with little or no direct supervision; follows policies and procedures; supports organization's goals and values
• • Proactive problem-solver who removes obstacles efficiently and leverages available resources to drive resolution
• This is a remote-eligible position, however, Marco Technologies requires employees to reside within one of the following states: DE, FL, IA, IL, IN, KY, MD, MI, MN, MO, ME, NE, ND, NJ, PA, RI, SD, TX, WI
• • Managed services, managed print services (MPS), enterprise imaging, or enterprise IT services experience strongly preferred
• • Program Management, Project Management Professional (PMP), PgMP, ITIL, or Lean Six Sigma certification preferred

Benefits

• 10% annual incentive plan
• Remote-eligible position

Company Overview